User Journey

You might say

Map the whole experience from first hearing about the product to actually using it, including where people get stuck.

A staged view of a user's actions, thoughts, feelings, and obstacles across touchpoints while pursuing a goalA learner might discover a course through a friend, visit its page, pay, receive an email, and enter the first lesson. A user journey needs interview or behavioral evidence and must not present team assumptions as real feelings.

Know first

User Flow

User Journey MapCustomer JourneyCustomer Journey Map

Follow a learner from discovery to the first lesson

TouchpointFriend share

User actionOpen course page

FeelingCurious

EvidenceInterview and behavior notes

The journey connects touchpoints across time and keeps evidence attached to each claim.

How a user journey represents the complete experience

Start with one user and goal: Define the user, situation, and time span instead of mixing different people's experiences.

Connect touchpoints inside and outside the product: Social sharing, pages, payment, email, the app, and support may all affect one goal.

Separate evidence from assumptions: Interviews, feedback, and behavior data support claims; team guesses remain hypotheses.

Quick checkChoose the best answer

Which artifact is closest to the user journey for buying and starting a course?

Map discovery, evaluation, purchase, email, and course entry, with actions, questions, feelings, and interview or behavior evidence at each touchpointShow only the click branches between sign-in, the course list, and the playerWrite “users will definitely feel excited” without interviews, feedback, or behavior evidence

You can say this to an AI Agent

Map the user journey for buying and starting a course for the first time across discovery, evaluation, purchase, notification, and first learning. For each stage, state the touchpoint, action, question, feeling, obstacle, and available evidence. Label interview quotes separately from behavioral data and mark unsupported claims as hypotheses. Identify the friction that needs more research without reducing the journey to an in-product user flow.

Learn next

1Product Roadmap→2Conversion Funnel→